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How to Handle Difficult Guests

This article explains how hosts can manage difficult guest situations before, during, and after a stay, including rule enforcement, communication, handling damages, fees, and security deposits.

What to do when problems occur

99.1% of our bookings go ahead smoothly and without any issues. Most guests are respectful, follow house rules, and leave positive feedback. However, on rare occasions, hosts may experience problems with guests — whether before arrival, during the stay, or after checkout.

This guide explains what actions hosts must take, what Travelnest can and cannot do, and how to proceed depending on when the issue arises and the nature of the guest’s behaviour.

A guest is currently staying in my property

If a guest is staying in your property and an issue arises, it’s important to understand that neither Travelnest nor the booking channels can intervene in real time.

Travelnest and booking platforms are not able to:

  • Contact or remove guests from your property

  • Enforce house rules on your behalf

  • Prevent guests from entering the property

  • Resolve disputes while the stay is ongoing

Your responsibility during an active stay

As the property owner, responsibility for managing the situation sits entirely with you. This includes:

  • Communicating directly with the guest

  • Enforcing your house rules

  • Deciding whether to end the stay early

  • Escalating to authorities if required

A guest is breaking house rules

You should:

  • Contact the guest directly and explain the issue

  • Clearly reference the house rule being broken

  • State what action you expect the guest to take

  • Keep communication polite, calm, and firm

Use the appropriate messaging channel (Travelnest messaging for Airbnb and Booking.com bookings, or email for other platforms).

A guest is threatening, abusive, or unsafe

Travelnest cannot intervene in emergencies or safety-critical situations.

  • Contact the police immediately

  • Do not wait for guidance from Travelnest or the booking channel

Only the authorities can take action in these circumstances.

The issue is about fees or extra charges

Examples include rule breaches or unexpected costs.

In most cases, these disputes must be handled directly between you and the guest, as Travelnest and booking channels cannot enforce payment.

The only exception is Airbnb bookings.

For Airbnb bookings:

  • Travelnest can submit payment requests or damage claims on your behalf via Airbnb

  • Any additional charges or damage claims must be supported by evidence

  • Airbnb will review the request and decide whether payment is approved

For all other booking channels (Booking.com, Expedia, Vrbo, Holidu, HomeToGo and affiliates):

  • Travelnest cannot submit payment requests or enforce additional charges

  • You must manage the issue directly with the guest

  • Compensation can only be taken from a security deposit if you have set one up and collected it

  • If no deposit was collected, you will need to request payment directly from the guest and seek their agreement

Except for Airbnb, booking channels do not allow extra charges to be enforced through the platform. This is why an optional security deposit can be set and collected directly by you.

I am worried about an upcoming guest

If the guest has:

  • A confirmed booking, and

  • Paid the required deposit (if applicable)

There is no way to prevent them from checking in unless:

  • Platform rules have been breached (e.g. threats or abuse), and

  • Clear evidence is provided

Contact Host Support and state you wish to report guest misconduct, including the booking reference number.

Can I stop a guest from booking?

You cannot prevent a guest from booking your property, and you cannot block specific guests on any booking platform. All channels verify guests, and the vast majority of bookings (99%) proceed without issues.

For guests who have already booked, even if they do not respond to messages, you will still receive payment if they do not show up.

Security deposit issues

Please note that Airbnb bookings do not require a security deposit to be collected by the host. Airbnb stays are covered by AirCover, which provide compensation for guest damage.

For all other booking channels, security deposits must be managed directly by the host.

If a security deposit is required and the guest is unresponsive

  • Confirm with the guest that check-in details cannot be sent until the deposit is paid
  • Contact Host Support and state the booking reference number if the guest has not paid the required deposit.

Please note: If check-in is on a Sunday, notify Host Support by Friday or Saturday.

If the guest refuses to pay the deposit, the decision on how to proceed is entirely yours.

You may:

  • Refuse to send check-in instructions

  • Clearly explain the deposit requirement

  • Refer the guest to the listing where the deposit is stated

Contact Host Support and state the booking reference number if the guest refuses to pay the security deposit.


A past guest caused damage

Airbnb bookings

For Airbnb stays, Travelnest can assist with submitting an AirCover claim.

To proceed, you must provide:

  • Photos or videos of the damage

  • A clear list of damaged or missing items

  • Repair costs or quotes

  • Evidence that the damage was caused by the guest

Claims must be submitted within 14 days of checkout.

Other booking channels

For bookings via Booking.com, Expedia, Vrbo, Holidu, HomeToGo and their affiliates:

  • These platforms do not provide host damage insurance

  • Travelnest cannot claim compensation on your behalf

Your options include:

  • Retaining funds from a collected security deposit

  • Requesting compensation directly from the guest

  • Pursuing private legal action if necessary

Booking channels do not store guest card details and cannot charge guests after booking.


What Travelnest can do

  • Report guest misconduct to booking channels when evidence is supplied

  • Assist with Airbnb AirCover claims

  • Notify channels if a guest fails to pay a security deposit on the day of check-in

What Travelnest cannot do

  • Remove guests from your property

  • Force guests to pay deposits, fees, or penalties

  • Intervene during an active dispute inside the property

  • Prevent check-in for confirmed bookings

  • Charge guest cards or make deductions

  • Provide compensation for non-Airbnb bookings